Best Of
Top 9 Omnichannel Platforms You Should Know About
Article written by Kate Williams
Content Marketer at SurveySparrow
18 min read
11 July 2024


Best Of
Article written by Kate Williams
Content Marketer at SurveySparrow
18 min read
11 July 2024


You might already know this, but just in case you don’t, companies following an omnichannel strategy are 89% more likely to retain customers. Therefore, there has been an increased demand for omnichannel platforms. (We know you here for the same reason 🫣.)
Well, you have come to the right place.
We will discuss the best omnichannel platforms available, their key features, pricing details, and more.
Here’s an outline of what you can expect from this blog.
Omnichannel platforms are designed to provide a seamless and consistent customer experience across multiple platforms. As such, they offer multiple benefits, the following three being among them.
Consider a retail company trying to collect customer feedback. They are using a survey software, like SurveySparrow, that supports an omnichannel approach. The company can share the surveys through WhatsApp, email, SMS, and/or social media.
Since the customer is offered a choice to choose their preferred channel, they are likely to respond.
Here, the company is making it easier for customers to take action, which leads to improved customer satisfaction.
As we discussed in the previous benefit, omnichannel platforms can help increase sales and revenue.
Imagine a user wish-listing a product on a website through a laptop. A few days later, the user’s phone pings, notifying them about a discount offer for the wish-listed item through the mobile app. The user completes the purchase through the payment gateway of their choosing.
By engaging its customers through different platforms, the company was successful in converting prospects into paying customers. This is how omnichannel platforms help increase sales and revenue.
Using an omnichannel platform like SurveySparrow, companies can collate and consolidate customer data from different channels into one place. As a result, they can get a complete view of the customer behavior and interactions. This can help in addressing issues more effectively and accurately.
Thus, these platforms lead to better operational efficiency.
Our team has done a detailed analysis of some 30+ omnichannel platforms to create this curated list. Kindly go through each and see which best fits your business requirements.
Here’s an overview of platforms.
| Omnichannel Platforms | G2 Rating | Capterra Rating | Suitable For | Free Trial | Free Version | Free Demo | Starting Price |
|---|---|---|---|---|---|---|---|
| SurveySparrow | 4.4 (1900+ reviews) | 4.4 (300+ reviews) | Customer support teams, Retailers, Healthcare providers, Service providers, Educational institutions | Yes | Yes | Yes | $19 per month |
| Adobe Experience Cloud | 4.1 (5000+ reviews) | 4.5 (10+ reviews) | eCommerce, Financial institutes, Healthcare providers, Hospitality | No | No | Yes | Custom pricing based on tools required |
| Salesforce | 4.5 (1900+ reviews) | 4.3 (300+ reviews) | Sales and marketing teams, Customer service departments, Retailers | Yes | No | Yes | $24 per user per month |
| Freshdesk | 4.4 (3000+ reviews) | 4.5 (3000+ reviews) | Customer support teams, eCommerce, IT service providers | Yes | Yes | Yes | $15 per agent per month |
| Zendesk | 4.3 (5,000+ reviews) | 4.7 (10+ reviews) | Telecommunication, Customer support teams, eCommerce, Financial institutions | Yes | No | Yes | $19 per user per month |
| HubSpot | 4.4 (10,000+ reviews) | 4.5 (4,000+ reviews) | Marketing, Sales, and Customer service departments | No | Yes | Yes | $90 per seat per month |
| Omnisend | 4.6 (800+ reviews) | 4.7 (700+ reviews) | eCommerce businesses | Yes | Yes | Yes | $16 per month |
| Shopify | 4.4 (4,000+ reviews) | 4.5 (6,000+ reviews) | eCommerce retailers | Yes | No | No | $9 per month |
| ActiveCampaign | 4.5 (10,000+ reviews) | 4.6 (400+ reviews) | eCommerce, Service providers, Sales teams | Yes | No | No | $8 per month |
Now, let’s discuss them in detail.
G2 Rating: 4.4 (1900+ reviews)
Capterra Rating: 4.4 (300+ reviews)
Best for: Enhancing customer feedback collection and engagement.
Suitable for: Customer support teams, Retailers, Healthcare providers, Service providers, and Educational institutions.
SurveySparrow is a leading survey software that can collect customer feedback data from various channels. The collected data will be consolidated into a single feedback, allowing businesses to get a complete picture of customer interactions and behavior.

Moreover, the tool offers a conversational UI that can increase response rates by 40% compared to other survey software. Therefore, more customer data and more nuanced customer insights.
To give you an example of how intuitive and conversational a survey can be with SurveySparrow, take a look at the given template. You can use the template upon signing up for free.
Customer Feedback Survey Template
Use This TemplateNotable Integrations: Google Sheets, HubSpot, ActiveCampaign, Freshdesk, Zendesk, Salesforce.
Free Trial: Yes
Free Version: Yes
Free Demo: Yes
Pricing: The tool offers different paid plans to meet customer requirements. The starting plan is just $19 per month (billed annually).

G2 Rating: 4.1 (5000+ reviews)
Capterra Rating: 4.5 (10+ reviews)
Best for: Managing customer experience across multiple platforms.
Suitable for: eCommerce. Financial institutes, Healthcare providers, Hospitality.
Adobe Experience Cloud is an omnichannel platform designed to help enterprises provide seamless customer experience. It offers a range of tools like customer journey analytics to help understand customers and engage better with them.
Notable Integrations: Adobe Campaigns, Adobe Experience, Adobe Analytics.
Free Trial: No
Free Version: No
Free Demo: Yes
Pricing: It provides several tools like Marketo and Journey Analytics, and they charge for each of them. Connect with their team for more information.
G2 Rating: 4.5 (1900+ reviews)
Capterra Rating: 4.3 (300+ reviews)
Best for: Enhance customer relationship management and provide personalized experience.
Suitable for: Sales and marketing teams, Customer service departments, and Retailers.
Salesforce provides comprehensive CRM solutions to help businesses manage customer relationships and provide personalized experiences. Salesforce offers robust integrations with tools like G Suite and MailChimp, and also offers real-time analytics. These combined capabilities allow firms to engage with customers and optimize the business of growth.

Notable Integrations: G-Suite, Slack, MailChimp, Quickbooks.
Free Trial: Yes
Free Version: No
Free Demo: Yes
Pricing: The Starter Suite for the tool’s pricing begins at $24 per user per month.
Related Read: Top Salesforce Survey Tools
G2 Rating: 4.4 (3000+ reviews)
Capterra Rating: 4.5 (3000+ reviews)
Best for: Improving customer support and engagement.
Suitable for: Customer support teams, eCommerce, and IT service providers.
Freshdesk is an omnichannel platform that focuses on delivering consistent customer support across multiple platforms. By providing features like an omnichannel helpdesk, it ensures that customer queries are managed and resolved efficiently.

Notable Integrations: JIRA, Quickbooks, Zoho, Zapier.
Free Trial: Yes
Free Version: Yes
Free Demo: Yes
Pricing: The starting plan is priced at $15 per agent per month when billed annually.
G2 Rating: 4.3 (5,000+ reviews)
Capterra Rating: 4.7 (10+ reviews)
Best for: Providing personalized customer experience.
Suitable for: Telecommunication, Customer support teams, eCommerce, and Financial institutions.
Zendesk is an experience management platform that uses AI to provide personalized customer (or employee) experience. With respect to omnichannel, it offers efficient customer service and support across various channels. This way, it allows companies to effectively manage and quickly resolve customer issues.

Notable Integrations: SurveySparrow, MailChimp, Zoho, Shopify.
Free Trial: Yes
Free Version: No
Free Demo: Yes
Pricing: They offer four different paid plans, and the starter plan is priced at $19 per user per month (billed annually).
G2 Rating: 4.4 (10,000+ reviews)
Capterra Rating: 4.5 (4,000+ reviews)
Best for: Improving relationship management, sales, marketing, and customer service.
Suitable for: Marketing, Sales, and Customer service departments.
HubSpot is an all-in-one tool that can help businesses with everything from marketing and sales to customer relationship management. By providing such comprehensive tools, HubSpot aims to manage all customer interactions efficiently and effectively.

Notable Integrations: SurveySparrow, Slack, Outlook, WordPress.
Free Trial: No
Free Version: Yes
Free Demo: Yes
Pricing: The pricing is different for each HubSpot platform. For example, HubSpot Sales Hub pricing starts at $90 per seat per month. At the same time, for HubSpot Marketing Hub, they charge $800 per month for 3 seats.

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G2 Rating: 4.6 (800+ reviews)
Capterra Rating: 4.7 (700+ reviews)
Best for: Enhancing marketing efforts and customer engagement.
Suitable for: eCommerce businesses.
Omnisend originally started out as an email marketing tool called Soundest. From the beginning itself the tool’s aim was to help ecommerce businesses with personalized marketing. And so, after three years, Omnisend was born. It’s now an omnichannel marketing platform helping B2C businesses run focused and personalized marketing campaigns.

Key Features
Notable Integrations: Shopify, BigCommerce, Intercom, Facebook.
Free Trial: Yes
Free Version: Yes
Free Demo: Yes
Pricing: The starting price is $16 per month when billed annually.
G2 Rating: 4.4 (4,000+ reviews)
Capterra Rating: 4.5 (6,000+ reviews)
Best for: Increasing online and offline sales (retailers)
Suitable for: eCommerce retailers
Shopify is an all-in-one commerce platform where one can create, run, and grow an online store. It’s an omnichannel platform that helps retailers manage and grow their sales across various channels. It also offers marketing tools like social media ads and email campaigns to help businesses reach customers across multiple channels.

Notable Integrations: Netsuite, Microsoft, SAP, Acumatica.
Free Trial: Yes
Free Version: No
Free Demo: No
Pricing: The tool provides 4 paid plans to choose from. The starting plan is ‘Lite’, priced at $9 monthly.
G2 Rating: 4.5 (10,000+ reviews)
Capterra Rating: 4.6 (400+ reviews)
Best for: Automating customer experience.
Suitable for: eCommerce, Service providers, and Sales teams.
ActiveCampaign is a customer experience automation tool. It’s designed to help businesses scale a personalized customer experience across all channels (and through the entire lifecycle). The tool does this by providing personalized product recommendations, abandoned cart reminders, and post-purchase follow-ups.

Notable Integrations: Salesforce, Zapier, Facebook, Google Analytics.
Free Trial: Yes
Free Version: No
Free Demo: No
Pricing: The paid plans for the tool begin at $8 per month (billed annually).
The nine platforms we discussed are only a few of the many. With so many to choose from, choosing the right one can be daunting.
So, what can you do?
Start by defining your objectives for the platform you choose. For example, if you want to reach customers worldwide through multiple platforms, try SurveySparrow. Similarly, if you want to focus on sales automation across platforms, try ActiveCampaign.
If you are having trouble defining your objective with the tool, ask yourself the following questions.
Also, look into the features. There are 5 specific key features an omnichannel platform must have. They are –
So, look for tools that provide the above features and shortlist them. Fact: The 9 tools we listed fall under this category.
Now, you can use the free versions or trials of each tool to understand its intuitiveness and efficiency. So, based on your verdict itself, trim the list and narrow down the tools.
As a final step, look into the pricing and cross-reference it with your budget. The tool that falls under these categories will be the ideal omnichannel platform for you.
The tool will offer all key features, help you meet your requirements, be very handy in usability, and fall within your budget.
Start your research with SurveySparrow. The tool offers a free forever plan and a 14-day free trial for you to test it. Use the following to sign up for free.

Thousands of brands trust SurveySparrow to turn feedback into growth. Try it free today!

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